Complaints

This profile includes complaints for Commerce Bank of Kansas City's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Commerce Bank of Kansas City

  1000 Walnut St Kansas City, MO 64106-2145

• 

  Commerce Bank of Kansas City

  110 NW Barry Rd Kansas City, MO 64155-2743

• 

  Commerce Bank of Kansas City

  811 Main St Kansas City, MO 64105-2005

• 

  Commerce Bank of Kansas City

  1 Liberty Bell Circle Liberty, MO 64068

• 

  Commerce Bank of Kansas City

  PO Box 411036 Kansas City, MO 64141-1036

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/05/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was an online advertisement of "Get $1000 bonus when you open and use a CommerceRelationship Checking Account" using promo code *********** by December 3, 2024, and receive qualifying direct deposits totaling $5000 or more by March 10, 2025. Payout to occur on April 7, 2025. I opened a Relationship Checking Account at Commerce Bank on 11/14/24 at the Lees Summit *** branch with the branch manger, *** ****, and personal banker, ******. I asked in-branch while setting up the account whether or not I needed to be on their mailing list to qualify for the promo. I received confirmation on 11/22/24 via voicemail from Ashley that I was set up with the promo. I met the rest of the requirements on the promo, and did not get a payout on 4/7/25. I followed up with Commerce Bank customer service line on 4/8/25 to start the investigation process. I was told it would take 2 business days, but received no call back. I called Commerce again on 4/10/25, then was told to give the investigation more time and call back by "next week." I checked again on 4/16/25 and received help from ******* ******* (personal banker) and ******* **** (branch manager) of ***** ****** branch in Lees Summit. I've followed up on 4/21/25, 4/25/25, before finally checking back with *** *****. He said their promo department doesn't have my address on file, therefore, I could not qualify for the promo. I sent him all the information needed to appeal, since it was his branch that assured me that I did qualify. On 5/1/25, *** **** is still working on it, and I still have not received the promo to this day.

• Initial Complaint

  Date:04/17/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received an advertisement on Facebook for a $1000 promotional bonus when signing up for a Commerce Bank Relationship Checking account and meeting certain direct deposit requirements. I've met the requirements for the bonus and Commerce Bank has refused to payout the promotional bonus. They are stating since I did not receive a physical mailer offer for the promotion I do not qualify. Reading the terms and conditions on the offer it clearly states a digital or physical offer is valid and me receiving an advertisement and applying through their own promotional page should qualify as a digital offer.

• Initial Complaint

  Date:04/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i have other credit cards and this has happened with one or two of these credit cards before where i didn't receive a statement or email that tells me about payment. They take the late fee off immediatly this company is extremely hard to reach to pay my bill. they will not remove the late fee i am trying to pay now but the website isn't working and they have a long hold and nobody answers. i spent all morning trying to reach someone. this is bogus.

  Business Response

  Date: 04/18/2025

  Please see the attached that was mailed to the consumer. 

• Initial Complaint

  Date:02/23/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I am writing to address a concern regarding my recent experience with a promotional offer. Regrettably, I did not receive any notifications or courtesy reminders informing me that the promotion had ended. As a result, I had faced a significant increase in my payment from $90 to $261, which came just ten days before CHRISTmas. This timing greatly impacted my budget planning as I was preparing to make a much lower payment. Additionally, I initiated a payment of $8,730 from **** ** ******* to be sent to Commerce Bank. However, it took over ten days for Commerce Bank to receive this payment. I was unaware that bank-to-bank transfers could take this long, especially since transfers from my checking account to Commerce Bank clear in one day. I had also paid $844.30 from my checking account via the app, expecting both payments would zero out my balance when my statement closed. Instead, I was unexpectedly charged a transaction fee of $261.90. This situation has caused me significant anxiety & stress as I recently lost my 21-year-old Nephew & Mother within a month of each other. In an effort to settle my account, I initiated a bank transfer; however, due to accrued interest charges, my balance was not fully cleared. I have incurred multiple interest charges totaling $161.19, $29.05, $23.15, $138.04 and $29.05 & I am concerned that there may be additional charges that I have overlooked. I have also filed disputes for **** * ******* charges, for which I received credit, but it appears that the TEMU charges may have been recharged to my account. My statement has become excessively cluttered with credits & subsequent charges, that are inducing bewilderment & I do not need complexity as I am not equipped to handle given my current circumstances. Having made every effort to resolve this matter, I kindly request the reversal of all interest charges, transaction fees, and dispute-related charges as a gesture of good faith measures in order to zero the balance. Thank You Kindly

• Initial Complaint

  Date:02/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer with commerce bank for over 1 year. The credit card had a 0% offer which I paid on time every month using electronic bill pay payments. HOWEVER, when I attemted to payoff a large balance, they forced a paper check to be issued. That caused a postal mail delay, and the payment arrived after the due date. I scheduled the payment to ARRIVE before the due date. But Commerce Bank made it late by changing the delivery to paper check. Note that this was after many months of accepting electronic payments, It seems like a scam. I have contacted them many times, they promised a refund. A month has gone by, and still no refund.

  Business Response

  Date: 03/03/2025

  Please see the attached that was mailed to the consumer. March 3, 2025
  ****** *******
  **** ********* ***
  Castle Rock, CO 80104
  RE: Your complaint (“Complaint”) submitted to the Better Business Bureau, ********
  Dear *** ********
  Commerce Bank (“Bank”) received your Complaint regarding your Bank credit card account ending in **** (“Account”). Below is a summary of our findings and resolution.
  As stated in your Complaint:
  •
  You have been making payments to the Account using your financial institution, Ally Bank (“Ally”), where you schedule payments to be delivered one day in advance of the Account’s due date with the Bank. On at least one occasion, the payment arrived late. You contacted the Bank and the Bank informed you that the Account’s related interest charge to the late payment could not be waived even though you explained that you had scheduled that payment to arrive before the due date.
  •
  You researched with both the Bank and Ally and state you were informed the Bank forced a paper check to be mailed when a large payment is made to the Account, which caused a delay. You question why, as all other payments have been delivered electronically to the Bank.
  •
  You believe the Bank is forcing a large payment to be late by changing the delivery method when it suits the Bank, so this can result in late payment that benefit the Bank. After many calls to the Bank, a manager agreed to refund the interest, but it has not been credited to the Account. You express you feel this is a scam that the Bank is running and ask for the $39.49 (“Interest”) be credited to the Account.

• Initial Complaint

  Date:02/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given a MRI in early August, I was unable to make full payments towards it at my PCP and was able to ask it was to for transfer to a third party for lower payments. Commerce Bank had taken over the payments, but I wasn't given full information by the staff over the phone because they weren't fully knowledgeable about the comapany, in Decmember I was eent a phamplet of information including a account number and ID, which were needed to set up an account. Using a SSN or email and the sent account number they would send an "email" which would include a number to set up the account, the email would sent over 20 minutes later and the site would reload and it would become useless. Over the phone I could not get someone to answer and you needed to have the same account number sent even to get ahold of anyone. In late January, I was sent a mailpiece which contained a notice for a payment which was, $81.11, which was not the set amount I agreed to over the phone with my healthcare provider it was, $69 and some odd cents and I had not been charged any late fees, on Febuary I was sent another mailpiece saying they had not received a check and need to send another $162.00, which did not include a send back envelope, on Febuary 17th I was sent same mailpiece with another attachment with a send back envelope, one of is dated in correctly.

  Business Response

  Date: 02/26/2025

  Please see attached response that was sent to the consumer

  Commerce **** (“****”) received your Complaint regarding your **** ****** servicing account
  ending in **** (“Account”). Below is a summary of our findings and resolution.
  
  As stated in your Complaint:
  • After receiving services from your medical provider (“Provider”) and you were offered the
  opportunity to finance the medical expenses with the ****, allowing you to make smaller
  payments towards your medical bills. The Provider advised your minimum payment would be
  $69.00.
  • You received a pamphlet of information including your Account number and ID, of which you
  would need to set up an account online. You then stated that by providing your social security
  number or your email address, you would get an email back with the security code required to
  set up your Account online. However, by the time you got the email containing the security
  code, it was expired, this prevented you from being able to set up your online Account, and you
  could not get a bank employee to answer the phone when you called.
  • You received a notice in late January advising you that a minimum payment of $81.11 was due
  on your account. On February 1, 2025, you received another notice that the payment of $81.11
  was not received, and you needed to provide a payment of $162.00, but an envelope was not
  provided to you to return a mailed payment. On February 17, 2025, you received a duplicate
  mailing that did included an envelope to mail back a payment to the bank.
  • You are requesting that you no longer be contacted by the business and billing adjustments are
  made to your Account.
  
  
  **** research and resolution:
  • After review, the **** found that you opened a ****** ******** ********* ******* account on
  November 13, 2024, to establish a payment plan for medical bills incurred by your Provider.
  • You were mailed a letter dated November 13, 2024, welcoming you to the ****. This letter
  included your Account number and informed you to retain the document for your records, as
  future materials will only contain your Account ID. In addition, the letter stated you will receive
  a statement approximately 25 days before your first payment is due and included three
  differentpayment options available for your Account: payment by mail, the 24-hour automated
  phone line, and online.
  • The **** apologizes for any confusion and frustration this may have caused and appreciates
  the opportunity to respond to your concerns. If you have any additional questions or concerns
  regarding your *** Account, please contact the ****’s customer service directly at (**** ****
  *****
  
  Should you have any questions, you may contact me at the number listed below.

• Initial Complaint

  Date:01/31/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The phone system to make a payment is rigged to make it almost impossible so that you have to pay $15.00 to talk to a person to make a payment. Again and again, system refuses to accept CORRECTLY KEYED IN social security, pin, routing number and/or account number. Again and again, system "understands" a CORRECTLY KEYED IN AMOUNT to be more than it is, for example $50.00 to be five thousand dollars. This is CONSTANT. IT IS DELIBERATE. System sometimes hangs up on you.

  Business Response

  Date: 02/11/2025

  Please see the attached that was mailed to the consumer. Commerce Bank (“Bank”) received your Complaint regarding your Bank credit card account ending in 9067 (“Account”). Below is a summary of our findings and resolution.
  As stated in your Complaint:
  •
  You claim the Bank’s automated phone system (“IVR”) is rigged to make it difficult to make a payment to your Account. You believe this is so the Bank can charge you an additional $15.00 fee (“Fee”) to make the payment over the phone with a Bank representative.
  •
  You claim you’ve made multiple attempts to make payments with the IVR, and despite confirming you keyed in the information correctly, the IVR does not recognize the information you have entered.
  •
  You believe the IVR incorrectly reads the payme

• Initial Complaint

  Date:01/22/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A order was placed with a company that was reseparated as someone else. I tried to cancel the order the same day, there was no way to cancel there was no phone number to call for customer service. there was an email to voice my needs no answer to date from 11 Nov 2024. Commerce bank was contacted two days after the order to freeze transaction nothing happen. I sent the bank dispute department all the information had. They first refunded me than took the money back saying the product was delivered to some place on the east coast, who address in not mine from a mistaken tracking number. When I quested the dispute department, thing did not add up, so they said they will look into it again, it's now Jan 23 2025.

  Business Response

  Date: 02/10/2025

  Please see the attached that was mailed to the consumer. 

  Commerce Bank (“Bank”) received your Complaint regarding your credit card account ending in **** 
  (“Account”). Below is a summary of our findings and resolution.
  
  From your complaint:
  • You stated you placed an order (“Transaction”) with a company (“Merchant”) that represented
  themselves as someone else. Once you realized the Merchant was not who they claimed to be,
  you said you tried to cancel the Transaction directly with the Merchant but found no way to cancel
  either by phone or email.
  • You said you then contacted the Bank to attempt to stop the Transaction. When the stop attempt
  was not successful, you opened a dispute (“Dispute”) for the Transaction amount of $398.64
  (“Amount”). You stated the Bank refunded you the Transaction Amount to your Account, but then
  reversed the Transaction Amount since the product related to the Transaction was delivered. You
  disagreed with the denial (“Denial”) of the Dispute and asked that the Bank review the Dispute
  again.
  
  Bank research and resolution:
  • You contacted the Bank on November 12, 2024, after the Transaction was authorized. The Bank
  representative informed you that you could file a dispute and transferred you to the Bank’s dispute
  department. The Dispute was opened, but the Bank representative advised the Transaction could
  not be stopped since authorization was provided.
  • On November 27, 2024, the Bank issued provisional credit to the Account for the Amount, as the
  Dispute was still being investigated. The Dispute was ultimately denied on January 10, 2025, as
  the Merchant stated the item was mailed to the address you provided. Accordingly, the Bank
  reversed the provisional credit and withdrew the Amount from the Account.
  • The Bank revisited the Dispute upon your request and further investigated the Transaction. This
  investigation revealed the documentation provided by the Merchant in response to the Dispute
  was for a second unrelated dispute. As a result, the Bank issued credit to the Account for the
  Amount on January 22, 2025. This credit is final, and the Dispute has been closed.

  Customer Answer

  Date: 02/12/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:01/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged multiple NSF charges on January 6 2025. The bank automatically applied deductions in the order of greatest to least, in order to obtain multiple NSF charges. If deductions were applied in order of least to greatest, only one NSF charge would have occurred.
  
  I contacted their customer service department to ask of these charges could be helped. Their agent informed me that the bank has sole discretion over what order to apply transactions within a day, so my NSF charges could not be helped.

  Business Response

  Date: 02/06/2025

  Please see the attached that was mailed to the consumer. The Bank will be refunding the fees assessed to your Account on January 9, 2025 as a 

• Initial Complaint

  Date:11/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The problem is Bank Accounts was already issued with the Company Torre De San Miguel Homes ** East Wood Street St Paul MN 55107 can you contact the bank they never sent me the information to Money Market Deposit Accounts and Certificate of Deposit Accounts never received notification or papers to the Investment need Account numbers can you resolve it.

  Business Response

  Date: 11/21/2024

  Commerce Bank has searched our records and can find no account(s) under both the individual name nor the business name as provided in the complaint. We would need additional information, such as the exact way the name is listed on the account(s), to attempt additional research. Was this perhaps indented for another financial institution? 

  Customer Answer

  Date: 11/25/2024

  ***** ** ***** I have Bank Accounts with International Bank of Commerce **** NW  Expressway Suite 100, Oklahoma City, OK. 73112 I had the incorrect Address for the already setup Accounts I need my papers sent to **** ****** *** Minneapolis MN 55107. I contacted them they could not find my Account can you check this Address it's with ***** ** *** ****** ***** ** East Wood Street St Paul MN 55107 and $30,,000 would also resolve this problem Need papers sent for my Accounts, ATM Cards, Credit Cards and Account Numbers.

  Business Response

  Date: 11/26/2024

  Again, we can find no record of this individual and/or the business as having accounts with Commerce Bank. We would need additional information to assist as requested in our previous response.